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Job Details: Customer Service Specialist

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Industry SectorCustomer Service Manager vacancies, Other Customer Service, Rail Customer Service jobs
(Required for Job Alerts)
LocationsBaltimore, Rail jobs in USA
Contract TypePermanent
Date Posted04 January 2013

Job Description


At Bombardier, 70,000 employees in 60 countries work together to evolve mobility worldwide - one good idea at a time. If you have a good idea, well provide the environment where it will thrive and grow into a great product or customer experience. Your ideas are our fuel.

Bombardier is looking for a dynamic individual to fill the role as our ‘Customer Service Specialist’ for our MARC commuter contract with the Maryland Transportation Association (MTA).

This successful individual will be responsible for working closely with the MTAs Customer Service Department as it relates to the Operations & Maintenance Services that Bombardier will provide.

In your role you will:
•Work closely with the Site Management Team to create and implement a Business Improvement Plan;
•Daily communication with MTAs Customer Service Managers to gage Bombardiers performance
•Communicate the results of those conversations with Bombardiers General Manager and respective staff as applicable.
•Produce weekly/monthly/quarterly/etc. reports for the General Manager.
•Produce & monitor any reports that the MTA requires contractually from Bombardier as outlined in the contract or upon the MTAs request.
•Work with Bombardier Staff to communicate results of surveys, silent shoppers, audits, written reports/etc. to develop and monitor improvement plans for Customer Satisfaction.
•Work with the MTA and General Manager to participate/organize/etc for Meet & Greets, Ridership council meetings, Customer Surveys, etc.
•Develop & assist with training of Train and Engine crews on Customer Service training and monitor results by audits of the same.


As our ideal candidate:

Must have excellent communication skills;

•Experience with dealing with the public sector is preferred;
•Must have good understanding and skill with Microsoft (excel, word, powerpoint, visio, etc.).

Organziational skills, multi tasking, presentation skills, facilitation techniques (training & facilitation of meetings) is required.

•You must be able to travel. The role requires being able to ride the commuter trains on the Brunswick & Camden Lines, visit the facilities that are linked to the operations & maintenance Bombardier provides for the MTA.

This position will report to the General Manager and will be headquarterd in Bombardiers Baltimore office in the Communication Center.

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